ClickAway Tech Repair & IT Services Almaden
💻 Tech Services · San Jose
total experiences
replied on google
Most reported issues
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Experiences
Poor communication and inability to retrieve laptop after diagnostic fee paid
Business reply on Google
Dear Walied, We’re sorry to hear that your experience left you feeling frustrated, especially regarding the communication and timeline surrounding your MacBook Pro. To clarify for others reading this, the $199 charge was for an extensive diagnostic and evaluation process, which involves deeper testing and investigation beyond a free basic diagnostic. This fee is applied toward repair work if a standard repair proceeds, but in your case, the device presented signs of a possible logic board failure along with concerns surrounding the integrity and accessibility of the data. As the evaluation progressed, our technician determined that the issue may require specialized data recovery procedures rather than a standard motherboard replacement. Professional data recovery can vary significantly in cost depending on the level of damage, encryption, storage condition, and the tools required. Unfortunately, these situations sometimes become more complex than initially expected once deeper testing is performed. That said, we absolutely acknowledge your concerns regarding communication delays and the difficulty you experienced trying to get updates. Waiting over a week without a clear follow-up
Inconsistent pricing quotes and lack of communication regarding diagnostic services.
Business reply on Google
Dear Xiang, Thank you for taking the time to share your experience. We’re sorry to hear that you felt disappointed with the communication during your visit to our Almaden store. To clarify for others reading this: when your HP laptop was checked in, we first performed our Free Basic Diagnostic as requested. When the issue could not be identified through the initial inspection, you authorized an Advanced Diagnostic for $99, which allows our technicians to perform deeper testing on components such as the charging circuit and motherboard. This service and fee were explained and approved at the time of service. During that diagnostic process our technician determined the problem was related to the charging circuit on the motherboard, which is unfortunately a component that often requires either board-level repair or motherboard replacement. While we understand that the repair cost may exceed the original purchase price of some laptops, we always present the available options so customers can make an informed decision about whether repair or replacement makes the most sense. That said, we sincerely apologize if our team did not follow through promptly with the call-backs you were expect
The business charged a fee despite advertising a free diagnostic service.
Business reply on Google
Dear Nancy, Thank you for your feedback, and we're sorry to hear you were disappointed with your recent experience. We understand how frustrating it can be to feel like your time was wasted. To clarify, our free diagnostic includes a basic evaluation to determine if the issue can be identified quickly without extensive disassembly or testing. In some cases—especially with Chromebooks or devices showing no power—further in-depth diagnostics are required, which involve more time and tools from our technicians. In those situations, a deeper diagnostic fee may apply, and we always aim to communicate that clearly upfront. We appreciate you bringing your Chromebook in and regret that this wasn’t the experience you expected. Your feedback will help us improve how we explain our process going forward. If you’d like to discuss your visit further or explore alternative options, we’d be happy to speak with you directly. Sincerely, Thomas Sutherland CEO | ClickAway
Technicians failed to repair phone speaker despite charging for the service.
Business reply on Google
Greetings Nick. We're really sorry to hear about your experience with us. Our manager may reach out to you and we hope to build trust with you in the future.
Laptop repair failed to resolve the issue under warranty
Business reply on Google
Greetings Mila. We are very sorry to hear about your experience with our company. We try to do right by everyone, especially when it comes to making sure their tech device works properly, or provide many options to get it working or replacing if we cannot fix it; there is only so much that can be done otherwise. We hope we can change this around for you.
Business is charging for repairs previously promised as covered under warranty.
Business reply on Google
Thank you for your feedback Dreamland. I see you also wrote this review on other forums. Though we do not know whom you are via yelp, and therefore cannot know if we have attempted to reply to your inquiries, it would be great if you could call or even drop in at the store.
The business failed to provide a quote or follow up.
Business reply on Google
Hi Lisa, I'm sorry to hear about the lack of communication, however, I don't see any info that was left with us about your inquiry. Did you walk in, call, email, request a quote over social media, come to another store other than this Almaden one or another competitor? Many technology platforms do fail sometimes. But we value and follow-up on every lead we come across because that is how we have gotten so many customers and 5 star reviews. If you could provide more info and contact the store directly that would be great.
excessive pricing and unnecessary parts installed for a simple repair
Business reply on Google
Thank you for your feedback Sleepy. We really would like to speak to you and apologize and make things right, but we cannot find neither this name nor the amount you are quoting in order to reach out to you. Could you please call the store that is on your invoice so we can make this right and rebuild trust.
Business charged for unnecessary repairs and lied about the work performed.
Business reply on Google
Hi Christopher. We are sorry to hear about your dissatisfied service. Though we are a bit confused because you said we did fix your issue until you overclocked your machine again. I understand that these types of costs to open up devices seem steep, but unfortunately, these are the true costs and we continue to undercut our competitor's price of services to try to make it as affordable as possible to all. Please contact us and lets see what we can do for you. We want to always make sure our customer are happy when they leave with their working device.
The business quoted an excessively high price for a simple repair.
Business reply on Google
Hi Sherwin. We are very sorry for the poor communication you had with us. This is not like us and we would like to have the opportunity to fix our relationship with you. We hope to be able to reach out to you and make a connection.
Repair shop failed to fix computer and returned it disassembled
Business reply on Google
Hi Heron. We're so sorry for what happened with your computer. During the pandemic, many individuals suffered due to issues with delivery, especially if it was coming from overseas. Even today, there are thousands of products unable to be shipped as its been shown on the news and we are feeling it. As far as your computer, we did have to take it apart to see the exact match of the item to order, but it should have taken less than a day to put it back together and we have discussed this internally. We're really sorry about the poor communication as well; all of which is not like us. We take this very seriously and have taken steps to improve. We hope that we can rebuild your trust so please contact us and lets see what we can do.
Technicians falsely claimed hardware failure to solicit unnecessary expensive repairs
Business reply on Google
Hi Anna. We're sorry to read about your poor experience with us. This is unlike us as you can see from all the 5 star reviews and we have used this and discussed this internally with our company. We hope we will be able to rebuild the trust you have in our company in the near future.
Business attempted to charge for unnecessary diagnostic services.
Business reply on Google
HI Cassius. We're sorry to hear about your poor experience with us. We discussed your review and looked at the matter internally in order to not have this happen again. We appreciate your honest feedback and attention to detail. We strive for customer satisfaction which didn't happen with you but we'd like to correct that and hopes we can rebuild trust in the near future.
Business failed to communicate repair limitations before customer traveled.
Business reply on Google
We reached out to Codis, via Google, to see where we went wrong but have not heard back. At ClickAway we strive for 100% satisfaction in all our stores and do everything in our power to turn a not-so-great experience into a five star one. We hope Codis sees this note and gives us a call or another chance at some point.
unhelpful staff and rude customer service at the repair store
Business reply on Google
I am so sorry to hear about your poor experience in one of our stores. I am looking into this but can't locate your account under this name. Could you PM me with the name and/or number used on the account? We service over 450,000 customers and if we make a mistake, we do everything possible to try and resolve the matter to the customer's satisfaction. I look forward to hearing from you. Lani Sutherland ClickAway Marketing [email protected]
The business provides a short thirty day warranty on repair services.
Business reply on Google
We are so sorry Pat Gardner was unhappy with the service we provided. I looked into the account and it appears Tune-Up was done in November of 2014. Our technicians noted a 30 Day Warranty period for the work conducted and it appears a note was also written confirming this on the work order. The customer signed and received a copy. According to records, the computer was returned to us over a month later, with different issues. Despite being after the warranty period, we completed the work at no charge and offered a full year of warranty. She declined the warranty, but agreed to have us fixed the computer at no cost. We are baffled upon reading this review. We made multiple attempts to contact the customer but she has not responded. We hope Pat would give us a call if she reads this to help clarify what we could have done better. Lani Sutherland ClickAway Marketing